The Customer-Driven Leader with Dr. James Killian

The Customer-Driven Leader (Episode #10) ~ Dr. Alexis Fink

James welcomes Dr. Alexis Fink — one of the leading voices in people analytics, workforce strategy, and organizational measurement. With leadership experience spanning Meta, Intel, and Microsoft, Alexis has spent her career helping organizations better understand the intersection of talent, business performance, and human behavior. In this episode, we explore a question many leaders are struggling with right now: How do we leverage analytics, AI, and measurement without losing the humanity behind employee and customer experience? We’ll dive into: • The future of people analytics and AI in leadership • Why organizations become what they measure • The hidden risks of over-engineering work • How employee experience shapes customer outcomes • What truly human-centered leadership looks like in a data-driven world This is a thoughtful and timely conversation for leaders navigating the evolving relationship between technology, talent, culture, and customer experience.

The Customer-Driven Leader (Episode #4) ~ Roxanne Derhodge

Most leaders are still trying to fit everyone into a single management style: but fairness isn't about treating everyone the same. It’s about meeting people where they are for real impact. Gig workers value autonomy and clear feedback, while full-timers need growth and belonging.  Success starts with differentiated communication, trauma-informed flexibility, and recognition that looks different for each group. Smart technology bridges the gap and makes inclusion seamless. Ready to manage the shift to a blended workforce with confidence and compassion? James welcomes psychotherapist Roxanne Derhodge to talk it out!

The Customer-Driven Leader (Episode #3) ~ Tamar Cohen

Tamar Cohen is a workplace and employee experience strategist with over two decades of global leadership in employee engagement, customer experience, and organizational transformation. As Founder of HaloEffect, she helps mid-sized and enterprise organizations connect workforce and workplace insights to build cultures of trust, productivity, and loyalty. Tamar is recognized for her ability to translate complex people data and behavioral science into actionable strategies that drive measurable business outcomes. A sought-after speaker and facilitator, Tamar has led executive sessions, keynotes, and workshops for leaders across industries—including financial services, healthcare, and technology—on topics such as AI’s role in the future of work, employee listening, and culture transformation. Her perspective blends research-backed insights with practical strategies, making her a trusted voice on how organizations can create meaningful employee experiences that unlock growth.

The Customer-Driven Leader (Episode #1) ~ Lou Carbone

Dr. Killian welcomes experience management pioneer Lou Carbone to discuss recent trends in the CX space, challenges CxOs are facing to showcase value, examples of customers and leaders who made critical changes that saved their businesses and why now is the time for an Experience Management Reformation.

The Customer-Driven Leader (Episode #5) ~ Dr. Tom DeWitt

James welcomes XM Global Collaborative Founder Dr. Tom DeWitt. In this episode we discuss the globalization of experience management, challenges and solutions with a cultural twist!